Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) describes the service standards, support commitments, and uptime guarantees provided by Metanow for clients using Metanow CRM.

1. Scope

This SLA applies to all active Metanow CRM subscriptions. It defines:

Platform uptime and availability
Support response and resolution times
Responsibilities of both Metanow and the client

2. Service Availability

Metanow CRM is hosted in secure, cloud-based infrastructure with redundancy and failover systems in place.

Guaranteed Uptime: 99.9% monthly uptime, excluding scheduled maintenance.
Scheduled Maintenance: Will be communicated at least 48 hours in advance and, whenever possible, performed during off-peak hours.
Unscheduled Outages: Our team will provide regular status updates until resolution.

3. Support Services

Metanow provides continuous support to all clients:

Unlimited Onboarding Calls: Available upon request via scheduled video calls.
24/7 Technical Support: Access via email or ticket system.
Knowledge Base: Updated with 2 new articles daily for self-service learning.

Support Channels:

Email Support: [Insert Support Email]
Ticket Portal: [Insert URL]
Video Call (onboarding/assistance): Request via client dashboard

4. Response and Resolution Times

Issue SeverityDescriptionResponse TimeResolution TargetCriticalPlatform unavailable, major outage affecting all users< 1 hour< 4 hoursHighMajor feature not working (CRM, automations, messaging)< 4 hours< 12 hoursMediumPartial disruption, workaround available (e.g., integrations, reporting)< 12 hours< 48 hoursLowGeneral queries, feature requests, minor issues< 24 hours< 5 business days

Note: Resolution times may vary depending on complexity but clients will be updated regularly until closure.

5. Data Migration and Integration

Free migration and integration services are included for new clients.
Migration requests must be submitted through the official Data Migration Request Form.
Metanow will handle migration securely, but clients are responsible for providing accurate data exports.

6. Client Responsibilities

Clients agree to:

Provide accurate information and secure access credentials when required.
Use the platform lawfully and in compliance with communication/privacy regulations (GDPR, CAN-SPAM, etc.).
Maintain up-to-date payment information for uninterrupted service.
Keep their own backup copies of essential business data.

7. Service Credits

If uptime falls below the guaranteed 99.9% in a calendar month (excluding scheduled maintenance), clients may request service credits:

99.0% – 99.89% uptime → 5% monthly fee credit
98.0% – 98.99% uptime → 10% monthly fee credit
Below 98.0% uptime → 25% monthly fee credit

Service credits must be requested within 30 days of the reported downtime.

8. Limitation of Liability

Metanow’s total liability for breaches of this SLA is limited to the service credits outlined above.
We are not liable for outages caused by client misuse, third-party integrations, or internet connectivity issues beyond our control.

9. Updates to SLA

Metanow may update this SLA from time to time. Clients will be notified of changes via email or within the platform. Continued use of Metanow CRM constitutes acceptance of the updated SLA.